Support and Maintenance Engineer

• Answer calls, provide appropriate solutions to customer issues within agreed timelines, and ensure their satisfactory closure.
• Resolve technical issues resulting from day-to-day operation of the system and take actions that are in line with the strategic goals of the company including escalating to the L3 team, if needed.
• Remaining highly organized and meeting deadlines.
• Ensure accurate historical incident data storage with quick access for problem solving.
• Log system details to assist in generation of weekly, monthly, and quarterly technical activity and KPI reports. 
• Provide offsite support, out-of-hours support and weekend events when required.
• Execute periodical preventive maintenance operations on the deployed solution and the personalization printers to have the most uptime as per SLA. This includes...
• Application of business processes for card printer maintenance (wear & tear of all mechanical moving parts, alignment of the parts, cleaning of the card path mechanism,) 
• Application of business processes for personalization system maintenance (production monitoring, back-up and administrative processes, Test card production,) Provide remedial maintenance on the deployed solution in compliance with SLA. This includes 
• Optionally: Level 1 defect management on card printer, cards, and SW bugs.
• Level 2 defect maintenance for card printer, personalization system and HSM. 
• Engage in deployment of appropriate development projects and solution evolutions, including integration and software acceptance before site deployment. 
• Train customers and other Thales team members on the solution and technology whenever required.

WORK EXPERIENCE REQUIREMENTS

• Proven experience as a support and maintenance engineer, with a minimum of 7 years of experience in managing support and maintenance of card personalization equipment and solutions, distributed systems, servers, and workstations.
• Working knowledge on different card personalization equipment and solutions in the market from different competing vendors. 
• Good knowledge and experience on different kinds of identity-based cards which are used in card personalization systems and their characteristics (physical, electrical, communication and security). 
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues in a distributed environment involving card personalization equipment and applications.
• Good understanding of latest version of Windows OS, configuration, and troubleshooting on both servers and workstations.
• Good written and verbal communication, and high level of personal integrity. 
• Working knowledge on Database (MSSQL, MYSQL, Oracle) will be an added advantage.

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS 

• You must have a diploma in electrical/electronics/mechanical engineering. 
• Certification for being trained on leading card personalization printers.
• Certifications in Microsoft technology will be an added advantage.
• You must be fluent in English.
• Knowledge of Arabic will be an added advantage.
• Strong communication and interpersonal skills are necessary, with the ability to work effectively in a team environment and customer oriented.